English-Spanish Bilingual Tier 2 Technical Support Representative

About the role

Callnovo is looking for an English-Spanish bilingual Tier 2 Technical Support Representative to deliver customer-facing technical support by phone, remote connection and real-time chat. The position is remote and open to candidates in Spanish-speaking countries in the Americas time zone, working 5 days a week between 3:00 PM and midnight Central European time, with weekend shifts required.

Key responsibilities

• Handle inbound customer calls and make outbound calls to customers needing technical support
• Conduct remote sessions to diagnose and resolve technical problems, communicating via real-time chat
• Troubleshoot PC hardware, software, operating system, driver, email, malware and peripheral device issues
• Guide customers through Windows OS installation, configuration and system troubleshooting
• Escalate unresolved or complex cases to the appropriate team or supervisor
• Participate in service improvement initiatives as assigned

Required profile

• Fluent in English and Spanish
• Previous experience in technical support, IT helpdesk or customer-facing troubleshooting roles
• Strong troubleshooting and problem-solving skills, and ability to research unfamiliar issues
• Good knowledge of PC hardware components (CPU, GPU, RAM, storage)
• Advanced knowledge of Windows OS, including installation, software install/uninstall, customization and troubleshooting
• Understanding of viruses, malware and antivirus software, and familiarity with drivers and their installation
• Knowledge of email client setup, account configuration and SMTP, IMAP and POP ports
• Ability to work weekends as part of a 5-day workweek

Required skills

• Windows OS troubleshooting and configuration
• PC hardware and driver troubleshooting
• Email client configuration (SMTP, IMAP, POP)
• Strong listening, analytical and communication skills, with a customer-focused approach

Preferred qualifications include basic macOS troubleshooting, data recovery experience and interest in digital technology. To apply, send your resume to the company's HR contact.